“The customer is always right” is something that is drilled into everyone who works in customer service, from call center agents right up to management. You must agree with the customer and meet their demands, no matter what; failure to do so will result in the loss of that customer.
However, as anyone who has spent any amount of time working in customer service will doubtlessly tell you, the customer is not always right. In fact, the customer may often be completely out of line. 3C Contact Services, the leading provider of outsourced call center solutions, tells their partners that there are ways to easily spot difficult customers who, despite what they may think, are not right:
If you have any customers that consistently show this kind if behaviour, you have to ask yourself if they are truly worth the stress they cause you and your staff, not to mention the cost of constantly providing discounts just to placate them.
3C Contact Services notes that dealing with difficult customers is to be expected when dealing with the public, but if someone goes out of their way to be difficult every time they call and your efforts to keep them happy are to no avail, you may well want to consider advising them to take their business elsewhere.
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